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One exchange client unable to receive external email

Posted on 2007-12-04
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Last Modified: 2010-03-06
Exchange email account can receive internal email, but not external - only one account of 1500 has this problem
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Question by:dwrightjr
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LVL 29

Expert Comment

by:mass2612
ID: 20405952
Hi,

Has this user ever been able to recieve external mail? Has anything changed? Do the external senders recieve a non-delivery report error? Can you check the SMTP address for the user under ADU&C > Advanced Features > Properties of the user?

Can the user send to an external account and if the message is recieved can you try to reply to the original message.
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Author Comment

by:dwrightjr
ID: 20405992
We had a user account that had a name change, someone at the Help Desk changed the name and then saw that there were problems. We then deleted the exchange mailbox and then createda new mailbox. After no success, we deleted the AD account and started with a new account, now the account can receive internal email but no external email.
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LVL 29

Expert Comment

by:mass2612
ID: 20406037
Do the senders recieve an NDR? Does e-mail from the Internet go through any SPAM/mail filtering gateway etc? Do you have message tracking enabled can you perform a message track to see if the email comes into your organisation? Did you check the SMTP address on the users account properties?
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Author Comment

by:dwrightjr
ID: 20406241
No, external senders are not receiving and NDR. I checked our Symantec Mail Security Appliance and there is nothing in the quarantine that was inbound for this user. I am using my own gmail account and my verizon account both to test sending to this user. Message tracking is enabled and I cannot find the email coming inbound. I did check and do see the SMTP address in the exchange email addresses tab in the user account.
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LVL 29

Expert Comment

by:mass2612
ID: 20406327
Can you see the mail hitting the Symantec Mail Security Appliance at your gateway? If message tracking is not showing the mail hitting your Exchange org then the gateway is the likely cause. The other thing I would be doing it trying to send to this user using telnet from an external network connection.

How to Use Telnet to Test SMTP Communication
http://technet.microsoft.com/en-us/library/bb123686.aspx - this refers to Ex2007 but the concepts are the same
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Author Comment

by:dwrightjr
ID: 20406657
Yes, I can see the mail hitting and passing through the Symantec Mail Security Appliance.  Nothing in the quarantine. I will check using the Telnet when I get home tonight.
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Author Comment

by:dwrightjr
ID: 20407356
I tried Telnet and used a know good address without any problem. I then tried the address that we are having problems with and got the following:

550 5.7.1 Requested action not taken: message refused

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Accepted Solution

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mass2612 earned 2000 total points
ID: 20407447
Have you enabled any recipient filtering etc? Does the SMTO address for this user match your recipient policy?

This article refers to Symantec Mail Security - http://forums.microsoft.com/TechNet/ShowPost.aspx?PostID=604930&SiteID=17 

More general - http://support.microsoft.com/kb/895853

Do you have a PIX firewall - http://www.webservertalk.com/message1094597.html


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Author Comment

by:dwrightjr
ID: 20408687
There is no recipient filtering, SMTP address matches recipient policy.
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Author Comment

by:dwrightjr
ID: 20445180
Any thoughts, still having a problem with new users not receiving outside email.
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LVL 29

Expert Comment

by:mass2612
ID: 20474267
Thanks for the points but what did you find was the problem?
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